Customer Experience Quality Assurance Specialist I

ASM Research, An Accenture Federal Services Company; Honolulu (HI); On-site; USD 31,000 - 58,000; Full time

Job summary

ASM Research is seeking a Quality Assurance professional to monitor customer interactions, analyze feedback, and identify root causes. You will compare measurements across teams and clients, report findings, and help drive process improvements with clear, actionable insights.

You will train and develop support agents, provide escalation support, and ensure accurate policy references. A strong analytical mindset and cross-team collaboration are essential for success.

Qualifications

• Associate’s Degree preferred or equivalent relevant experience.
• 2-5 years of experience in call center, quality control, quality assurance and/or training.
• Experience with quality assurance program creation or execution.
• Experience with call center call monitoring/recording software.

Responsibilities

• Monitor calls for timeliness of answer, active listening, issue identification and resolution.
• Analyze survey results to improve communication processes.
• Provide feedback to agents and managers based on observations.
• Identify trends and share data with training teams to enhance programs.
• Coordinate with client and other Quality team members for content.
• Upload communications after obtaining necessary approvals.
• Support scheduling and staffing with quality metrics data.

Skills

Quality assurance

Call center

Data analysis

Training

Customer service

Problem solving

Communication skills

Interpersonal skills

Multidepartment coordination

Education

Associate degree

Tools

Call monitoring software

Windows OS

Job description

ASM Research is seeking a Quality Assurance professional to monitor customer interactions, analyze feedback, and identify root causes. You will compare measurements across teams and clients, report findings, and help drive process improvements with clear, actionable insights.

You will train and develop support agents, provide escalation support, and ensure accurate policy references. A strong analytical mindset and cross-team collaboration are essential for success.